Operations Enablement Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Lead intricate cross-functional programs that align with servicing strategy, organizational key results (OKRs), and business priorities.

• Formulate roadmaps and execution strategies; monitor key performance indicators (KPIs), timelines, budgets, dependencies, and potential risks.

• Collaborate with senior leadership as well as Product, Engineering, and Operations teams to achieve measurable results.

• Establish practices for stakeholder engagement and governance.

• Relay program status, outcomes, risks, and impacts to executives effectively.

• Identify risks, issues, and dependencies while driving towards resolutions.

• Utilize Lean Six Sigma methodologies to uncover root causes and implement scalable enhancements.

• Oversee process and product modifications from design through to implementation, adoption, and evaluation.

• Develop manuals and resources for both human and AI agents.

• Design and enhance knowledge systems including standard operating procedures (SOPs), job aids, learning platforms, and AI-enabled tools.

• Create and deliver onboarding, continuous learning, and new product training initiatives.

• Collaborate with Product and Engineering teams to refine workflows and improve customer and agent experiences.

• Assume additional program and project management responsibilities as required.

⛳️ Requirements

• Over 7 years of experience in program management or product operations, ideally in large-scale or global operations.

• At least 3 years of experience in a fintech or financial institution.

• Minimum of 3 years in a role focused on scaling operations and providing ongoing coaching and feedback to team members.

• Subject matter expertise in financial regulations such as UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, and GDPR.

• Profound understanding of dispute management rules, response codes, and recommended response data.

• Certification in Six Sigma, Project Management, or Design Thinking is required.

• Experience in implementing and scaling knowledge management and training using Salesforce, Confluence, LMS platforms, or AI-driven knowledge tools.

• Proven track record of successfully leading large-scale, cross-functional initiatives with measurable results.

• Strong skills in strategic planning, issue/risk management, and cross-functional execution.

• Exceptional written and verbal communication skills, including the ability to provide executive-ready updates and influence stakeholders.

• Proficiency in process mapping and workflow analysis.

• Experience in designing business processes that enhance end-user experience, mitigate business risks, and boost workflow efficiency.

• Familiarity with building workflows within a regulatory framework.

• Willingness to travel as necessary.

• Must be a resident of Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, or Saskatchewan.

🏝️ Benefits

• Monthly stipends for health, wellness, and technology expenses.

• Comprehensive medical coverage, including dental and vision, fully subsidized for employees and their dependents.

• Flexible time-off policy.

• Generous holiday schedules.

• Employee stock purchase plan (ESPP) allowing purchase of Affirm stock at a discounted rate.

• Remote-first work flexibility.

• In-person onboarding experience provided.

• Inclusive interview process with accommodations available for candidates with disabilities.